Technician Support Specialist in Vista, CA at Watkins Wellness

Date Posted: 11/10/2018

Job Snapshot

Job Description

Job Description

Watkins Wellness, established in 1977 in Vista, Calif., is dedicated to promoting wellness to consumers who live active lifestyles and are health conscious. The company manufactures the Endless Pools® line of aquatic fitness products, and is also the world's largest manufacturer of hot tubs, including Hot Spring® Spas, Hot Spot® Spas, Caldera® Spas, and the American Hydrotherapy Systems spa brands. The Watkins Wellness dealer network extends into all 50 states and more than 70 countries. Watkins Wellness is a wholly-owned subsidiary of Masco Corporation (NYSE: MAS), a Fortune 500 company whose products include Behr® paint; Delta® and Hansgrohe® faucets, bath and shower fixtures; KraftMaid® and Merillat® cabinets and Milgard® windows and doors.  For more information about us, please visit our website at www.watkinsmfg.com.

We are seeking a Technician Support Specialist to join our Customer Service team!

IN A NUTSHELL
Do you thrive in servicing high voltage consumer products and ensuring customer satisfaction?  The Technician Support Specialist works to mainly troubleshoot mechanical issues regarding our hot tub products such as Hot Spring® and Caldera® Spas for field technicians within our Dealer network over the telephone.  This role is responsible for facilitating timely, positive resolutions to a variety of disputes and failures experienced in the field, both domestic and foreign.  We are looking for a candidate who exhibits excellent phone etiquette, can build relationships and clearly communicates instructions with the intent of delivering superb customer service to various skilled service technicians.   

IS THIS YOU?

  • Are you well versed in mechanical and electrical repairs? Your daily job responsibilities will entail researching mechanical, electrical and warranty histories to answer complex inquiries about our spa products from field technicians requesting assistance.  Often fixes will require conveying multi-step tasks over the phone.
  • Do you strive for great customer service?  You will exercise thorough, prudent troubleshooting skills and communicate to field technicians as well as our Dealers proper methods in field repairs.  This requires the ability to know where and how to access information quickly as well as knowing how much time to invest in resolving the matter without the need for repeated calls.      
  • Are you a strong communicator?  The Technician Support Specialist will need to clearly explain and support Watkins’ established policies.  You will also make decisions daily to determine RAR (Repair and Return) spas by communicating with Warranty Coordinators.
  • Are you a team player?  We are looking for someone who has a positive attitude and provides support to those around them both internally and externally.  Sometimes this may be in the form of providing support to Warranty Coordinators via coaching opportunities and other times resolving difficult calls.  This may also include assisting other customer service departments with phone calls.
  • Can you effectively train others?  In this position you’ll look for ways to creatively deliver trainings and orientations to various levels of field technicians hosted at our headquarters facility.  Additionally, you’ll participate in weekly meetings on new products and general business practices.

WHAT YOU NEED

  • High school diploma or general education degree (GED); at least three years’ related experience and/or training working in the field as a service technician; or equivalent combination of education and experience.
  • Ability to pass a basic electrical test.
  • Proficient in Microsoft Office programs such as Word and Excel.
  • Demonstrated ability to use effective persuasion and negotiation skills as well as problem-solving and decision-making skills.
  • Exceptional customer-service skills to include phone and email etiquette with the ability to articulate information in a professional and thoughtful manner.
  • Bilingual fluency in English and Spanish is a plus, not a requirement.
  • Excellent communication skills with the ability to interact with all levels within the organization and strong ability to work in a team environment. 

WHAT YOU'LL GET

At Watkins Wellness®, people matter.  To help you, “Feel good. Live well™”, at work and at home, we provide a competitive package including: exceptional health and wellness benefits, paid time off, bonus, profit sharing, 401k, tuition reimbursement and much more.

We look for candidates that exhibit The Watkins Way (always Ethical, endeavors to be Transparent, embraces Inclusion, welcomes Diverse backgrounds and perspectives, Accommodating, believes in Work-Life Balance, puts Safety First, Accountable, values Relationships, Passionate, Team Player, and Goal Driven).

The employee must frequently lift and move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, color vision, peripheral vision and depth perception. The noise level in the work environment is usually quiet. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Watkins Wellness is an Equal Opportunity Employer.

Shift

Full or Part Time

Full time

Watkins is an equal opportunity employer. Applicants are considered for all positions without regard to race, color, religion, gender, sexual orientation, protected status as a veteran, national origin, age, disability, genetic information, gender identity, or any other legally protected status under federal, state or local law.

Watkins is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: English & Spanish
E-verify Right to Work Poster: EnglishSpanish

No visa sponsorship is available for this position, unless specified within the job description.